Its been a year since we implemented the Sage SalesLogix Knowledgebase in the new platform. The past year has been a learning experience for everyone involved as this knowledge tool functions differently than the previous one. While different, we are confident that the new tool provides a stable environment for customers, partners, and employees to perform self-service.
The search experience is different than with the previous tool; however, as with any change, there is an learning element that everyone goes through. The benefit of this tool over the previous one is that the search evaluates all of the content not just the article title. This tool also uses Boolean searching and keyword searching to assist with narrowing down the search. While it is a far cry from a Google-like search, we are always investigating new ways to improve the search through metadata, content structure, and other attributes.
Recently the portal that houses the knowledgebase changed and with it the look and feel of the tool. Unfortunately, this transition eliminated browser compatibility with everything but internet explorer. We recently received information from our vendor that an update to increase browser support should be received in the near future.
This upcoming year there will be more changes, but our goal is that they will be positive changes for our customers and partners. One of these changes will be for customers to gain more use out of the "Customer Portal" besides just the knowledgebase. More information on this transition will be coming in the upcoming months. We are also looking to improve the "look and feel" of our content to make them more consistent in appearance.
Not many customers or partners take advantage of contributing to the knowledgebase, but I do want to remind everyone that we do encourage article feedback and new article submissions from our external audiences. There is a form located on SupportOnline, but you can always email us as well. Likewise, if you have any challenges with searching or accessing the knowledgebase, please reach out to us, as we are more than willing to extend any assistance that we can to improve your self-service experience.